IT Specialist

**Duties**:

- Analyze incident request trends and patterns in order find opportunities to improve services.
- Analyze hardware and software problems for on-the-spot repair/replacement or referral for other repairs.
- Remove, reinstall or reconfigure desktop software or web services in order to correct issues.
- Monitor helpdesk system for newly submitted tickets, documents, and update existing tickets until complete resolution.
- Test new software deployment packages and Operating System images and provide feedback or solutions.

**Requirements**:
**Conditions of Employment**:

- Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for Selective Service Requirement.
- Proof of U.S. Citizenship required.
- Direct deposit of pay is required.
- One year trial or probationary period may be required.
- This position requires a Tier 3 (T3) investigation.
- This position is covered by the Department of Defense Directive 8140.01, Cyberspace Workforce Management, August 11, 2015.
- This position has weight limit requirement to be able to lift up to 50lbs.
- May be required to carry a government issue cell phone.

**Qualifications**:
**Who May Apply**:U.S. Citizens- **Basic Requirement for Information Technology Specialist (Customer Support)**:
**GS-09: Specialized Experience**: One year of specialized experience which includes installing new or existing personal computer systems or related equipment; monitoring escalated actions and tickets OR using standardized troubleshooting protocols; and determining appropriate fixes or work-arounds to restore desktop functionality. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).OR- **GS-11: Specialized Experience**:One year of specialized experience which includes providing advanced technical support to end-users or other technicians; interacting with lower-tiered support personnel to facilitate complex problem recognition or management; and logging corrective actions taken and escalating more complex problems to senior level technicians. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09).OR- **GS-12: Specialized Experience**: One year of specialized experience which includes providing immediate response and resolution to information technology tickets; analyzing information technology helpdesk tickets for escalation; and diagnosing hardware or software problems. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-11)
- Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone-no substitution of education for experience is permitted at the GS-12 grade level.
- **The specialized experience must include**, or **be supplemented **by, information technology related experience (paid or unpaid experience and/or completion of specific, intensive training, as appropriate) which demonstrates **each of the four competencies, as defined**:

- (1) **Attention to Detail**:

- Is thorough when performing work and conscientious about attending to detail. Examples of IT-related experience demonstrating this competency include:GS-09/11: completing work independently that rarely requires editing or review by others.GS-12: completing thorough and accurate work independently, even in the most difficult or stressful situations; occasionally reviewing work completed by others.
- (2) **Customer Service** - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Examples of IT-related experience demonstrating this competency include:GS-09/11: resolving simple and routine problems, questions, or complaints and providing support and guidance to customers on non-routine issues; serving as a primary resource for customers, requesting assistance with complex issues when necessary; and participating in meetings and providing advice to customers in own area of expertise.GS-12: resolving routine and non-routine problems, questions, or complaints; developing and maintaining strong, mutually supportive working relationships with customers; conducting evaluation of support to determine quality of services and customer satisfaction, and recommending procedural changes based on customer need or changes in policy and/or regulation.
- (3) **Oral Communication**:

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